It's hard to know what a customer has been through before he gets to the counter.

J.D. (Dave) Power opens up on customer engagement, right and wrong sales tactics, the power of information and the evolution of how we buy cars.

Some say this attitude is more prevalent in the millennial generation. Trend or not, your focus should be on dealing with it effectively.

In the midst of a new round of car rental company buyouts, the successful independent is becoming a rare commodity.

They say customer service is the new marketing. A recent experience on Virgin America validates that point.

Better technology, education, transparency, and a way to show the correlation between price and customer service are needed.

Digging into the J.D. Power and Associates Rental Car Satisfaction Study reveals ways to combat the low-rate game, as well as one proven tip for improving...

The results of the 2012 J.D. Power and Associates Rental Car Satisfaction Study bring the issue of the smaller and larger brands into focus.

In a year in which the industry increased its overall score for the second year in a row, an independent takes the prize.

Sure, any company would jump at the chance to use technology to reduce labor costs. But it also comes with some big, red, flashing warning lights.